New Business Medical Administration Specialist

The New Business Medical Administration Specialist is a Subject Matter Expert role providing support to all operational teams within IIC New Business and Underwriting located in Kitchener, Toronto, Montreal, Halifax, India and Manila. This role will own both simple and complex medshare related cases and/or escalations; external phone call and written communication, audits, invoices, follow-ups, and ad-hoc admin related functions, all while maintaining tight deadlines and SLAs.

Position Responsibilities:

• Handle end-to-end medshare function (medshare send and medshare order)

• Researches and resolves medshare issues

• Recommend systems enhancements and other operational opportunities to improve operational efficiencies

• Analyze data, communicate findings to management, and offer recommendations

• Trouble shoot and/or assist in problem resolution of complex issues

• Contributes to the continuous improvement of business process

• Serves as internal SME to other roles for escalations, problem solving, consulting

• Serve as lead and/or liaison for departmental and cross-departmental projects and participate in collaborative initiatives

• Support vendor management

• Facilitate problem solving and remedial action by collaborating with internal stakeholders

Required Qualifications:

• Post-secondary degree or comparable experience

• 3+ years of insurance experience: in-depth knowledge of Manulife’s suite of products

• In-depth knowledge of IIC operating systems, such as CLAS, CAPSIL 4.2, CLAS WORKBENCH, AWD, Arrow

• Technical knowledge: solid understanding of team processes performed in the business units such as Input, Issue, Case Coordination, New Business Support, Ezapp Admin, and Tele-interview with attention to administrative systems and downstream impacts to other areas

• Strong knowledge of Microsoft Office suit

Preferred Qualifications:

• In-depth knowledge of business requirements and compliance rules and regulations

• Ability to multi-task and prioritize numerous responsibilities effectively

• Strong attention to detail and effective analytical and problem-solving skills

• Adaptability and flexibility: proven ability to quickly and easily adapt to changes within the business and organization

• Respond to challenges in a positive and productive manner

• Communications: excellent interpersonal, written, and verbal communication skills

• Innovation/creativity: ability to generate new and unique ideas, approaches, and solutions to problems and opportunities. Openly questions traditional assumptions

• Ability to research and investigate answers to questions, problems, and situations

• Team player: positively impacts team and inter-departmental relationships across locations, works to resolve conflicts, and collaborates effectively.

• Customer focus: excellent customer service skills with an ability to keep the customer as a priority when creating solutions. Willing to go the extra mile to resolve customer issues and help others see the importance of doing so.

• Manages own performance priorities and outcomes. Takes personal accountability when acting on all customer requests or issues.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.